Terrible service, terrible experience. The hotel employees treated us like garbage, no matter we were loyal clients, we paid a lot of money and traveled for hours to get there, very expensive. The manager, Ari Bialikamien, never showed up no matter I looked for him months ago. In 2019, the manager was brilliant, kind and professional, named Alberto Herrera. It’s a shame he is not in charge anymore.
Low quality in everything, NEVER coming back. I had an email from reservations where they offered me a special price for breakfast and they agreed to keep that price at my arrival.
Receptionists were rude and there was a total lack of order and communication since we arrived. Room 303 with no air conditioning, the watering can didn’t work, we had to change room by ourselves, nobody from the staff helped us, we carried everything to room 305.
They charged me every expense instead of opening a voucher, very inadequate and disrespectful. Food wasn’t good, beverages weren’t good, service wasn’t good.
Something drastically changed as days passed by for worse, they used to block my 3 kids’s key and also mine not letting us enter to our room, obligating the four of us to go to reception to activate our keys. Sent bunches of mails and WhatsApp notes. Ari never took responsibility of anything.
Don’t forget that Holbox lives thanks for the tourists, they should treat us with the respect we deserve.
Yesterday night I left our last breakfast payed in advance to make the check out faster for today. He decided to leave the hotel no matter we had the fifth night booked. Aggressively, Jessica the receptionist argued that I owed $1,465 pesos because we have ordered our breakfast from the local menu and I needed to do it at a special menu… really? Nobody told me anything before in 4 days and they weren’t discounting me the amount I payed the night before. Things got though and rude, Jessica called the local police not letting us go out of the hotel unless we paid the difference for the ridiculous breakfast for the amount of $465, unbelievable!!!
One employee or waitress spread chlorine on propose to my kid’s $2,000 pesos All Saint T-shirt, here is the picture. Normally, guests don’t carry chlorine in their luggage, true?, here’s the picture. They owe me 2 rings I left on the security box, one Swarovski and the other one gold 14 k. They never reported a vape we left when we abruptly had lo leave a day before because of the poor service.
Taking legal issues as soon as we arrive to Mexico City.
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